Reflective Essay on Service Operations and Functions of Harbor Rocks Hotel

Assessment 2: Reflective Essay

Table of Contents
Introduction......................................................................................................................................3
Flow Chart of Backstage and Front Stage Operations of the Business...........................................4
Discussion........................................................................................................................................5
Flowchart.....................................................................................................................................5
Front Stage Flow Chart................................................................................................................5
Back Stage Flow chart.................................................................................................................6
Significance of the Service Encounter.............................................................................................6
Analysis of Managerial Implications...............................................................................................7
Conclusion.......................................................................................................................................8
Reference.......................................................................................................................................10
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Executive Summary
This is a reflective essay on the service organization operations and functions. This paper deals
with the service operations and functions of Harbor Rocks Hotel in Sidney, Australia. The flow
charts of the front and back stage operations in the business have been provided along with the
explanation in this paper. The factors and activities involved in the front and back stage of the
service organization like Harbor Rocks Hotel have been discussed with insight. There are various
service encounters in a hotel business. All kinds of service encounters have been analyzed and
the appropriate types for the hotel industry have been suggested. The managerial implications as
well as their role and responsibilities have been focused in this essay. The opinion, suggestions
of the essay writer is important to be noticed.
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Introduction
Harbor Rocks Hotel is a very beautiful and famous hotel in Sidney, Australia. It is popular for
many travelers across the world. It offers the visitors a fascinating glimpse of the past of Sidney
and possesses a unique base to explore the city as the hotel building has a historic charm. Sofitel
founded it in the year 1989 in Sidney. The building is yet known as ’Evans’ stores’ and since the
time it was founded it has undergone many changes. In this paper, I have discussed the front and
back stage activities of Harbor Rocks Hotel in Sidney. The significance of the service encounters
as well as the analysis of managerial implications of the organization also have been discussed
and highlighted. The hotel has been efficiently running the business and satisfying their guests
for years. Still they need some rectification and modification in the service providing. Using
remote and indirect service encounters can be beneficial for this.
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